AV/VC Data Specialist

2 weeks ago

Manila, National Capital Region, Philippines Covestic Inc Full time
Milestone Technologies, Inc. is seeking a Audio/Visual Operations Data Specialist to assist in the management of Audio/Visual conference room operations and support. This position is responsible for data quality and reporting for global Audio/Visual equipment and related processes.
Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness.

This position is part of the IT team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.


Responsibilities:

  • Act as the primary contact for managing data, data quality, and reporting related to the management of global Audio/Visual conference room infrastructure
  • Remotely monitor live conference room data, like Google Calendar settings and Zoom Room settings data, for compliance with standard data practices
  • Remotely monitor firmware and software version status of operational A/V equipment, via remote management tools (ie Zoom Admin, DTEN Orbit, NEAT Pulse, etc), manually, or by coordinating assistance from onsite teams
  • Oversees handoff of equipment from Global IT Builds Team to Operations team, ensuring that data meets current operational compliance standards at time of commissioning, and equipment is properly enrolled for subsequent operational management
  • Monitor and generate reports on required actions to maintain compliance with internal and external versioning requirements
  • Collect data on, and perform quality assurance checks for, tickets assigned to A/V Operations technicians teams, to include SLA metric data and root cause analysis data
  • Generate one-time or recurring reporting on all managed data, as requested, to include
spreadsheets/tables, slideshow presentations, and charts

  • Generate reports from available data concerning conference room utilization
  • Participate in discovery and reporting development. Identify innovative, proactive uses of
data and reporting to increase operational readiness, efficiency, and decrease downtime

  • Assist in the enrollment, management, and compliance of asset tracking systems, in
conjunction with Supply Chain operations, for all operational audiovisual equipment

  • Assist with the administration of the Audiovisual Operations team's on-call rotation, to
include calendars as well as alert source management.

  • Assist with Knowledgebase and documentation updates, especially for topics related to
managed data points

Technical Qualifications:

  • 2 Years of experience in data collection and analysis within an enterprise IT/AV support environment, with involvement in compliance and quality assurance.
  • Basic understanding of terminology and conventions for video conference room technology, especially Zoom Rooms
  • A strong understanding of standard IT support metrics methodologies like KPIs, SLAs, and other data-driven standard practices
  • Working knowledge of the following technologies:
○ Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups
○ Issue and bug tracking software platforms, preferably ServiceNow
○ Communications and video conferencing tools, including Zoom & Teams
○ Documentation tools such as Confluence
○ IT Asset Management platforms, preferably Teqtivity
○ Advanced realtime analytics tools (ie, Tableau)
○ On-Call/Escalation Management tools (ie, PagerDuty)
Skills

  • Ability to deliver outstanding customer service and provide simplified explanations of complex technical data sets
  • Ability to apply critical thinking to complex user requests, and provide as much context and information as possible in order to deliver the best possible solution.
  • Excellent interpersonal communication skills, including the ability to support others in a team environment
  • Ability to work with limited supervision and stay focused while performing repetitive tasks
  • Ability to quickly adapt to changing needs, infrastructure, and evolving business
processes.

  • Self-motivated and detail oriented
  • Ability to work with multi-functional teams and external vendors.
  • Strong documentation and communication skills
  • Strong time management and prioritization skills
  • Ability to follow through and execute on assigned tasks
  • Ability to identify and report trends
  • Must be fluent in both the local language and English.
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